Cisco Cisco IP Contact Center Release 4.6.1 Technical References
20
Unified ICM Configuration
3.1 Alcatel 4400 Distribution Model
3.1.1 Entities and Definitions
The 4400 uses Pilots, Queues, and (Resource) Groups to manage and
service call flow. In addition, there is a resource selection and call
selection process used in distributing calls. There are other mechanisms
consisting of distribution thresholds, handicaps, ring time-outs, etc.,
that also are used in the call management process.
Figure 2: Alcatel 4400 Distribution Model depicts the relationship between
Pilots, Queues, Groups, and also illustrates the resource selection, and call
selection process used to distribute calls. Also used in the 4400
documentation is the term address, which is any dialable number for an
Agent, pilot, voice message, etc.
service call flow. In addition, there is a resource selection and call
selection process used in distributing calls. There are other mechanisms
consisting of distribution thresholds, handicaps, ring time-outs, etc.,
that also are used in the call management process.
Figure 2: Alcatel 4400 Distribution Model depicts the relationship between
Pilots, Queues, Groups, and also illustrates the resource selection, and call
selection process used to distribute calls. Also used in the 4400
documentation is the term address, which is any dialable number for an
Agent, pilot, voice message, etc.
D ID #
T G 1
P 0
P 0
P 0
P 0
P 1
P 1
P 1
P 2
H O T L IN E
T E C H
S E R V IC E
V IP
S E R V IC E
G E N E R A L
S E R V IC E
N O R M A L
V IP N O R M A L
S E R V IC E N O R M A L
M U T U A L -A ID
V IP M U T U A L -A ID
D IS S U A S S IO N
P IL O T S - T R U N K /D N IS (IC R S E R V IC E )
Q
U
E
U
E
U
E
U
E
P
R
R
I
O
R
R
I
T
I
E
S
S
P ilo t w ill a lw a y s u s e
q u e u e o f lo w e s t
(N u m e ric a l) P rio rity fo r
R e s o u rc e S e le c tio n , a n d
Q u e u e in g . If a Q u e u e is
s a tu ra te d , it b e c o m e s
p rio rity 1 0 , a n d w ill b e th e
la s t s e le c te d .
q u e u e o f lo w e s t
(N u m e ric a l) P rio rity fo r
R e s o u rc e S e le c tio n , a n d
Q u e u e in g . If a Q u e u e is
s a tu ra te d , it b e c o m e s
p rio rity 1 0 , a n d w ill b e th e
la s t s e le c te d .
P 0
P 0
P 1
P 0
P 0
P 0
P 0
P 0
P 0
P 0
P 9
P 9
P 9
P 1
S K IL L
G R O U P S
M A IN
B A C K U
P
P
T E L E -
O P
O P
R E -
R O U T IN
G
G
G E N -
F W D
F W D
V O C A L
G U ID E
P 0
P 1
C a ll S e le c tio n
P rio rity
R e s o u rc e
S e le c tio n
S e le c tio n
P rio rity
U s e d W h e n A g e n t
G ro u p F re e s u p a n
a g e n t to s e le c t a
c a ll to d e liv e r fro m a
q u e u e
U s e d w h e n M u ltip le
A g e n t g ro u p s h a v e fre e
a g e n ts to d e te rm in e
w h ic h g ro u p w ill g e t th e
c a ll.
Q U E U E S
R E S O U R C E S
4
5
2
1
3
6
R e s o u rc e S e le c tio n
a n d C a ll S e le c tio n
D ire c tio n s
E a c h B o x re p re s e n ts a
D ire c tio n (In s tru c tio n )
E a c h d ire c tio n c a n
h a v e a d is trib u tio n
h a v e a d is trib u tio n
T h re s h o ld a s s o c ia te d
w ith it.
T im er
7
A g e n t
E xt
y y y y y
T G 2
P 1
Figure 2: Alcatel 4400 Distribution Model
(1)
Pilot Queue Priority (Only 1 Waiting Queue Per Pilot Allowed –
Priority unimportant)
Priority unimportant)
(2)
Pilot Entry Point
(3)
Queues (Calls shown in queues)
(4)
Resource selection priority within direction (Priorities are not
configured in Unified ICM)
configured in Unified ICM)
(5)
Call selection priority within direction (Priorities are not
configured in Unified ICM)
configured in Unified ICM)
(6)
Resource groups